Refund policy

• Policy owner: Chatty Customer Support team
• Applies to: every Chatty plan and every charge made through the Shopify App Store
• Next review: 12 months after publication
• Replaces: version 1.0

What changed in version 2.0. Version 1.0 refused to refund any charge for a billing period that had already started. That left most real requests without an answer. Version 2.0 adds one clear rule: if your AI assistant handled no conversations in a period you paid for, and you tell us within 30 days, you get that money back. It also gives clear answers on extra AI conversation charges, discounted charges, regret over choosing a bigger plan, and charges we cannot explain.

1. What this policy covers

This policy explains when we refund Chatty charges, when we do not, and how to ask. It applies to every Chatty plan and every charge for extra AI conversations.

It does not cover:

• Charges from Shopify itself, or from other apps on your store. If a charge is not from Chatty, we cannot refund it. We will help you work out who it belongs to.
• Money you paid someone else to set up Chatty for you, such as an agency or freelancer.

If the law in your country gives you stronger rights than this policy, the law wins. Nothing here takes those rights away.

2. Terms used in this policy

Why “used” is defined this way. It has to be a test both sides can check, not a list to argue over, and our records log every AI conversation with a timestamp. It is also a deliberately narrow reading: the AI assistant answering your shoppers is what you pay for, so if it never did that, we do not keep the money. The work our team put into setting Chatty up for you is not counted against you here either.

3. How you are charged

Knowing this makes the rest of the policy easier to follow.

• Shopify charges your plan fee at the start of each billing period, before you use it.
• Extra AI conversations are charged after you use them, up to the spending cap you approved.
• Every charge appears on your Shopify bill, so you can always check what you paid and when.

4. Cancelling or changing plans

You can move to the Free plan or cancel Chatty yourself, inside the app, at any time. You do not need to contact us.

Cancelling only stops the next charge. Cancelling by itself does not end a billing period you already paid for. But if you did not use that period, section 5 refunds you.

If you change plans in the middle of a billing period, you are not charged twice for the same days. Shopify works out the difference for you: an upgrade charges only for the remaining days, and a downgrade automatically credits the unused part to your account. This is how Shopify bills, not a refund. It happens whether or not you contact us.

5. A period you paid for and did not use

If you did not use Chatty in a billing period you paid for, we refund that plan fee, as long as you tell us within 30 days of the charge date.

You do not need a reason. “We installed it and forgot” is a reason. “We closed the store” is a reason. “We moved to another tool” is a reason.

Three things to know, and we would rather say them plainly than let you find them at the end:

1. 30 days is a hard deadline. It counts from the charge date on your Shopify bill, not from when you noticed. Day 31 is too late, and we will say so. The Shopify platform is part of the reason, but the real reason is that we cannot hold an open-ended obligation for every unused period going back years. If you are within 30 days for one charge and past it for three older ones, we refund the one that is still in time.
2. If the AI assistant handled conversations, this section does not apply. If it answered shoppers in that period and you simply forgot to cancel or downgrade, we do not refund. You had a working AI assistant and it did the work. This is the case where we are asked to “be flexible” most often, and we are not flexible here.
3. The whole fee or nothing, per period. We do not split a period into a used half and an unused half. One AI conversation means the period counts as used. None means it counts as unused.

Annual plans work the same way, period by period: an annual charge is one billing period, so the question is whether you used Chatty in that year, and whether you are within 30 days of that annual charge.

6. When we do not refund

Outside section 5, and outside sections 7, 8 and 9, we do not refund a billing period that has started. Specifically:

• You were on a bigger plan than you needed. If you were on Pro and your traffic only needed Basic, we do not refund the difference, for last month or for six months ago. You can downgrade at any time, and you pay the lower price from then on. We know this is frustrating. The answer is still no.
• You used it and meant to cancel. Covered in section 5, point 2.
• Extra AI conversations you actually used, within the cap you approved. Covered in section 8.
• A charge that went out before you cancelled. Shopify charges at the start of the period. If the charge went out before your cancellation took effect, the system worked as intended. It is not an error. Section 5 can still apply if you then did not use that period.
• A charge you disputed with your bank. Covered in section 14.

Asking never counts against you, and we always reply with the section of the policy that applies.

7. When we charged you wrongly

If any of the following happens, we put it right. You do not need to give a reason, and we do not treat it as a favour. It is our mistake:

1. You were charged more than the spending cap you approved. This applies even if the conversations were used.
2. You were charged twice for the same billing period.
3. You were charged for a billing period that started after you cancelled or uninstalled the app.
4. We cannot explain the charge. You ask what an amount is for, and we cannot account for it from the plan price, the AI conversation records, an agreed discount, and how Shopify prorates. If we cannot show where the number came from, you get a refund. This covers small odd amounts and large ones alike. A few dollars we cannot explain is still a charge we cannot explain.
5. We cannot produce a record that you approved an extra conversation charge, or approved raising your spending cap, and you say you did not approve it.
6. We charged more than a price agreed with you in writing. If someone on our team confirmed a specific price to you and the invoice is higher, we refund the difference. This does not cover a discount you heard about, saw advertised, or think you qualified for. That is not an agreed price. See section 9.
7. Our system error charged you for something you could not use. For example, an upgrade that took payment but did not activate.

Deadline for this section: 12 months (section 11).

8. Extra AI conversations

This is the charge that surprises people most, so it has its own section.

• If the conversations were handled, and the total is within the spending cap you approved in Shopify, we do not refund. The AI did the work. Not knowing the setting existed does not change the fact that the conversations happened and were answered.
• If the total is above the cap you approved, or we cannot produce a record that you approved that cap, that falls under section 7 and you get a refund.
• Once per store: the first time a store is charged for extra AI conversations, if you tell us within 30 days and turn off extra charges or lower your cap, we add the amount of that charge to your account as Chatty credit. This is not a right you can use twice, and we will say clearly that it is the only time.
• From now on, you can always set your spending cap to zero. The AI assistant will stop when your plan’s included allowance runs out instead of charging extra. We would rather you know this than be surprised again.

A high bill on its own is not a reason for a refund. If the price feels high for what you get, that is a conversation about price, and we will be straight with you, including about whether another plan would cost less. It is not a billing error.

9. Discounts and price changes

• A discounted charge is final. If a discount code, promotion or deal was applied to a charge, we do not refund that charge under section 5, and we do not refund part of it. You got the lower price. The trade-off is that the lower price is where it ends.
• A discount you did not get is not a refund. We do not refund the difference because a promotion exists, because it arrived a week later, or because you think you qualified. If you believe a price was agreed with you personally, that is section 7, point 6, and we will check the records.
• Discounts run on their own terms. Each discount code states which plan it applies to, and whether it covers the first period or every period. If a discount was applied correctly under those terms, it keeps running until you change plans.
• Price changes. If we change the price of a plan, we tell you at least 30 days before the new price applies to you. You can downgrade or cancel before then.
• Your current price. Until one of two things happens (you change plans yourself, or we send that notice), the price you pay stays the same. We do not quietly move you to a new price.
• If our page was wrong. If a price or plan limit we published was wrong, and you signed up because you read it, we refund the difference and fix the page. This is our mistake, so it never counts as a one-time favour.

10. When Chatty causes a problem on your store

If Chatty itself causes a technical problem on your store (for example, a bug that measurably slows down your website), and our team cannot fix it after you have given us the chance to try, we compensate the affected part of the billing period.

• What we cover: up to the amount you paid for that billing period. This is the most we refund for one period.
• What we do not cover: sales you believe you lost, time you spent, or money you paid other people. We know this can feel unfair when a bug ruins a busy day, and we would rather be clear about it than leave it vague.

This section does not apply if the problem comes from your theme, from another app, or from a setup step on your store that is not finished.

If Chatty does not work with another app you need, and we cannot make them work together, we treat it under this section: you gave us the chance, it did not work, and we compensate the affected period.

11. How long you have to ask

You can always ask after a deadline has passed. We just cannot treat it as our mistake at that point, and we may no longer be able to send money through Shopify.

12. Refund or account credit?

When this policy requires us to pay you back, we choose between returning the money and adding Chatty credit to your account. We will tell you which one and why.

• Chatty credit is applied automatically to the next Chatty invoice for the same store.
• If you have left, we send money, not credit. Credit means nothing to a store that has uninstalled Chatty or closed, so in that case we return the money, as long as Shopify still lets us send it to you. When a store closes, that route sometimes closes with it. We will check and tell you honestly before we promise anything.
• Credit cannot be exchanged for cash on request and cannot be moved to another store.

13. How to ask

What to send us. Email win@chatty.net with:

• your store address (the one ending in .myshopify.com);
• the date and amount of the charge, plus the reference number if your Shopify bill shows one;
• a sentence or two on what went wrong.

That is enough. You do not need to explain the technical side. That is our job, and so is checking whether you used the app. We will never ask you to prove you did not use Chatty. We look it up ourselves.

What happens next.

1. We reply within 2 business days.
2. We check the charge against our billing records, your AI conversation records, and Shopify’s records. We do this before talking about any amount, because we do not want to guess about your money.
3. We tell you the decision, which section of the policy applies, and the amount.
4. If we return money, it goes back the way you paid, through Shopify. If we add credit, you will see it on your next invoice.

If we say no. We tell you which section the answer is based on, so you can read it yourself. If you think we read it wrongly, reply and ask for a review. Someone else on the team will check it.

One thing we will never do. We will never offer a refund in exchange for a review, and we will never hold back money because of a review you wrote or might write. The two have nothing to do with each other, and we keep them completely separate.

14. Charges you disputed with your bank

If you asked your bank or card provider to reverse a Chatty charge, that money has already been taken back from us. We cannot send it a second time, so we will not process a refund for the same charge. If the dispute reversed only part of the charge, we treat the rest under this policy as normal. Please tell us if a dispute is open. It saves you waiting for an answer we cannot give.

15. Who we work with

We handle refund requests with the owner of the Shopify account that approved the charge, through an email linked to that store.

If you are an agency, developer, or team member, we are happy to work with you. We will just confirm with the store owner first. This protects the store owner’s money, including from us.

16. Free trial

The trial is free, so there is nothing to refund while it runs. Two things follow from that:

• If you cancel before the trial ends, you are not charged. If you were charged anyway, that is section 7, point 3.
• A trial extension is not a refund. You can ask, and we may agree, but a no to an extension is not us keeping your money.

17. Exceptions

Sometimes a situation is not covered above and still deserves a look. You can always ask.

• We look at each case on its own. We may say yes or no.
• If we say yes, we cover at most three billing periods, and usually not more than once for the same store.
• If the law where you are requires otherwise, the law applies.

18. Changes to this policy

We may update this policy. If we do, we publish the new version with a new effective date and keep the old versions.

Which version applies to you depends on when the charge happened, not when you ask. A charge from before an update is handled under the policy published on the date of that charge.

19. Quick answers

Questions we actually get, and the section that applies to each.

20. Contact

• Email: win@chatty.net
• Policy owner: Chatty Customer Support team

See also our Service Level Agreement (SLA), support policy and terms of service.